Accenture digital customer interaction services: Summary

Overview

Today's increasingly digital landscape for customer interaction is posing significant challenges for communications service providers in several areas:

Operating model optimization: Providers are also finding it difficult to transition from costly agent-assisted channels to lower-cost digital channels, and as a result, have only limited marketing resources with which to focus on strategic and value-added activities.

Revenue generation. In today’s increasingly complex ecosystem, competition from over-the-top (OTT) providers is leading to falling average revenue per user (ARPU), a flat or declining customer base and an inability to penetrate certain target markets and segments.

Connecting with the digital consumer. Communications service providers are obtaining poor return on investment (ROI) from traditional marketing campaigns, and are frequently unable to leverage usage information in their digital interactions with customers.

Why Accenture

We deliver Digital Customer Interaction Services through a service arrangement in which Accenture operates as an extension of the client’s organization, focused on delivering outcomes. We scale services up or down to accommodate clients’ needs, giving them the flexibility and agility to gain speed to market—powering sales and margins, while also lowering the cost of entry.

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